Triaging
Status when there is a change of information, but no money moved
What is LATO?
This must be done on EVERY call
What is verifying the identity?
Confirmed unauthorized withdrawals from customer’s RH account into a third-party bank account added by the unauthorized party and Confirmed unauthorized Cash Management purchases:
What is theft amount?
The macro to send when there is no fraud found
What is Option 1: FRD-Investigation complete, no fraud determined or
Option 2: COMP-ACH Restriction Lifted
can be targeted towards a specific individual but is most often a scatter shot approach in which even individuals who are not RH customers will receive these emails.
What is phishing?
There are logins, but no changes made to the account
What is SATO?
Mailing address, First/Last 2 deposits, date of account creation, and referrals are examples of this
What is secondary verification?
The sum of all confirmed unauthorized transactions and transfers. This includes: ACH transfers, equity trades, crypto trades, and cash management transactions. For equity/crypto trades, refer to “executed notional amount.”This does not include "failed" or "cancelled" transactions/transfers
What is Unauthorized Activity Amount?
The macro to send when the customer pushes back on our decision
What is FRD-Sharing investigation details?
Typically, bad actor has compromised customer’s email address, Writes in as customer and requests account changes/updates. This is usually a phone number change; verifies with (fake or phished) ID
What is cx social engineering?
This is most likely _____:Non-Client writing in stating that they received correspondence about a Robinhood account that they never opened
What is 3P ID Theft or 1P NA?
This should be asked/done BEFORE submitting disputes
What is opting out of Cash Management?
If one of these is submitted, we should ALWAYS attach a screenshot of it, and select yes
What is a UAR?
Macro is sent if fraud has been confirmed but there have been no damage done as a result.
What is FRD-Successful LATO - No Consequential Damage?
This root cause helped customers update their phone number/email address without being signed into their account. It was halted in Late May 2021.After passing a CIP check, the user (possibly an intruder) can update information (typically phone number).
What is UAR flow?
The kind of fraud where there are account changes AND UA in the account
What is LATO fraud?
The main purpose of the phone call
What is getting the customer back into the account?
For most L/SATOs this number is 1. However, if multiple accounts are involved, such as in a fraud ring or a case with shared devices, this field should reflect that quantity.
What is customers impacted?
This function is used when on a call with a customer and they want reassurance that they are really talking with Robinhood.
What is FRD: LATO - How do we know this is RH?
Browsers on Windows devices (i.e. Chrome Windows and Firefox Windows) tend to be most susceptible. You might see a downgrade in software.
when a deposit is initiated into a Robinhood account, the instant cash advance for the deposit is used to trade, then the deposit is reversed and never lands in the account
What is IA?
When the customer gives the wrong PII, we should do this.
What is end the call?
Confirmed unauthorized, successful withdrawals from a Robinhood account into a bank account that are not successfully recovered. Confirmed unauthorized Cash Management purchases that are not successfully recovered. Goodwill adjustments to cover losses on Cryptocurrency trade corrections
What is firm loss amount?
Use this macro if the customer needs to deposit funds in the account.
What is there is no set macro, but the verbiage is in the SOP.
method of stealing the trusted device code. A SIM Card houses the phone number and if an attacker is able to gain access to a victim’s SIM card they control the victims phone number and will receive any texts or calls intended for the victim.
What is sim-jacking?